Scaleway Elements Assistance
Our proactive assessment service and technical assistance let you
Relax while we ensure your infrastructure is always up and running.
99.9 % SLA
The basic service level comes with a 99.9 % network service-level agreement (SLA). If we fail to deliver, we will credit you back.
24×7 Assistance
Uptime and response time guarantee for mission critical services backed by our 24×7 technical assistance team.
Resources
Explore our FAQs and documentations, engage with the community or connect with the Scaleway core team. You will never be alone.
Find the Right Assistance Combination to Fit Your Needs
Basic | Developer | Business | Enterprise | |
| SLA | 99.9 % | 99.9 % | 99.95% | 99.99 % |
| Opening hours | 24x7x365 | 24x7x365 | 24x7x365 | 24x7x365 |
| Tickets | ||||
| Early access | ||||
| ImageHub commit | ||||
| Swag pack* | ||||
| Direct email | ||||
| Phone | ||||
| Dedicated account manager | ||||
| Response time | Not guaranteed | ≤ 12 hours | ≤ 2 hours | ≤ 30 minutes |
| Monthly price | Free! | €2.99 | Starting at €49 | Starting at €499 |
* = Swag Pack available for customers with a shipping address in the European Union. Due to the current Covid-19 situation, all SwagPack postings are temporarily suspended. We will to take into account your requests, however the packages will be sent off post-lockdown. Thank you in advance for your understanding.
Contact Technical Assistance
Frequently Asked Questions
What is my current service level?
The service level you are currently entitled to is always reminded through a top-right widget on each console page.
How can I upgrade my current plan?
Go to the service level tab from your account page and select a plan. Plan upgrades takes effect immediately and supersede the current active level.
How can I contact your sales team?
Just create an account and open a ticket, we will handle your request. It is free and does not require a credit card.
What are the different service levels?
Our service levels are segmented into four grades: * Basic: suitable for personal use. Offered for free with all Scaleway accounts. * Developer: for individuals contributing to the Scaleway platform. * Business: for professional users. * Enterprise: for companies with mission-critical requirements.
What are the office hours of the customer service team?
Our customer service team is available 365 days a year, 7 days a week and 24 hours a day.
Which language does the technical assistance team speak?
Our customer service can assist you in English and French.
How to raise the limits on the number of resources I can have?
We enforce some limits to prevent fraud and abuses. Depending on the assistance level you are entitled to different limitation. You can find more details on our FAQ.
How do I report abuse or suspected abuse coming from the Scaleway network?
To report abuse or suspected abuse originating from our network, please open a new abuse on abuse.online.net. Do not hesitate to include logs if possible.
How to start a service ?
Create your account, then choose your resources. It takes just a couple of seconds to get delivered !